What we do
Our managed support teams extend your operation with trained people, clear service levels and dependable coverage.
The service
Every inbound call or booking request is a moment where your brand is represented by someone else's voice, and the gap between a well-run support desk and a mediocre one shows up directly in customer retention. We build teams around a documented playbook — how to greet, what to ask, when to escalate — so quality doesn't depend on which agent happens to answer.
For taxi and private-hire operators, dispatch is operationally different from generic customer support: bookings need to be taken accurately, matched to available drivers in real time, and adjusted the moment a job changes or cancels. Our dispatch teams are trained directly on iCabbi, Autocab and Cordic, the platforms most operators already run on, so there's no lengthy ramp-up period before agents are productive.
Coverage can be structured as a dedicated team working only your account, or a blended model where trained agents cover multiple clients and scale up or down with demand — useful for operations with predictable daily or seasonal peaks that don't justify a full-time headcount. Either way, agents work from the same escalation matrix so issues that need a human decision reach one quickly.
Quality isn't assumed — we run structured call reviews and quality scorecards against the playbook, and report service-level performance such as answer time, resolution rate and abandonment on a schedule the client sets. Where performance drifts, we retrain or adjust staffing rather than waiting for a client complaint to flag it.
Capabilities
Designed for outcomes
What you receive
Technology
We stay technology-flexible and select the stack around your existing environment, security constraints, team capability and long-term cost.
Frequently asked
For a dedicated team on a standard platform like iCabbi or Autocab, expect 3-4 weeks from kickoff to go-live, covering playbook development, agent training and a supervised ramp period. Blended coverage using agents already trained on your platform type can be faster; entirely new processes or systems add time.
We score a sample of calls and interactions weekly against the playbook's specific criteria — not a generic politeness checklist — and share scorecards alongside service-level reporting such as answer time, resolution rate and escalation volume. If a metric trends the wrong way, we flag it in the regular report rather than waiting for a client to notice.
A dedicated team works exclusively on your account and knows it in depth, suited to higher, steadier volumes. Blended teams split time across multiple clients on similar platforms, which costs less but works best when call patterns are predictable enough to schedule around. Most clients start blended and move to dedicated as volume grows.
Yes — those three are our deepest specialism given how many taxi and private-hire clients run on them, but the underlying skill is structured phone, chat and email support, which transfers to other CRM or dispatch systems. Platform-specific ramp-up time outside our existing expertise would be scoped separately.
We don't handle outbound sales or collections calling as part of standard support scope — that's a different skill set and compliance profile, staffed and priced separately if needed. We also don't make policy decisions on refunds or disputes beyond what the escalation matrix authorises; those stay with your team.
How we work
Define channels and service levels
Document and train workflows
Launch with quality monitoring
Report and continuously improve
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